Customer Engagement Project Lead & Process Improvement

KrisShop; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

KrisShop is seeking an experienced professional to lead strategic initiatives and manage customer engagement projects. You will collaborate with Marketing, Logistics, IT, and external partners to address service needs and drive process improvements.

Responsibilities include coordinating cross-functional workstreams, translating objectives into actionable plans, and coaching the engagement team while monitoring key KPIs to ensure high service quality.

Qualifications

• Bachelor’s or diploma in business-related field.
• 5–7 years in customer service, contact centre, CX, or project mgmt.
• Experience leading cross-functional projects end-to-end.
• Experience developing SOPs, knowledge bases and quality programs.
• Willingness to travel regionally about once a month.
• Proven CX platform skills, esp. Zendesk and reporting.
• Familiarity with marketplace platforms like Mirakl.
• Knowledge of Microsoft Dynamics 365 and Magento a plus.
• Interest in GenAI, automation, and chatbots for service.
• Strong problem-solving and stakeholder engagement.

Responsibilities

• Lead and support customer engagement projects across departments.
• Act as primary contact for customer engagement workstreams.
• Translate business objectives into service plans and deliverables.
• Incorporate knowledge, quality management and service improvements.
• Coordinate implementation, alignment, progress tracking, and reviews.
• Oversee operations, handle escalations, coach team members.
• Monitor CSAT, First Response Time, resolution time and quality.

Skills

Customer experience

Cross-functional work

Project management

Process improvement

Coaching/mentoring

KPIs monitoring

Stakeholder management

Travel readiness

GenAI & automation interest

Problem solving

Education

Business/Operations degree

Tools

Zendesk Suite

Mirakl marketplace

Dynamics 365

Magento (Adobe Commerce)

Job description

KrisShop is seeking an experienced professional to lead strategic initiatives and manage customer engagement projects. You will collaborate with Marketing, Logistics, IT, and external partners to address service needs and drive process improvements.

Responsibilities include coordinating cross-functional workstreams, translating objectives into actionable plans, and coaching the engagement team while monitoring key KPIs to ensure high service quality.